Services Hub roles and permissions

Article
12/15/2023

Overview

This guide explains the interrelation between Users, Roles, and Permissions in the Services Hub. It also outlines the available permissions within the platform.

Users

A user account can have multiple roles and individual permissions assigned to it. Access to Services Hub's digital features depends on the permissions assigned to the user. A comprehensive list of permissions can be found in the following tables.

Roles

The following are the roles in the Services Hub, each with a set of associated permissions.

Services Admin: A customer role with Workspace Administrator permissions for the first workspace created when a customer initially signs up for support. They also have full access to the Cloud Support Request Visibility dashboard.
Workspace Administrator: A customer role with full permissions within a single workspace.
Services Hub Global Administrator: A customer role with administrative capabilities and feature-level access at the customer level.
Customer Success Account Manager (CSAM): A Microsoft role with administrative capabilities at the customer level and for each of their customer’s workspaces
Incident Manager (IM): A Microsoft role with access to each of their customer’s workspaces and a subset of permissions

Individual Permissions

Customer Level Permissions

Permission	Capability
Customer Level Administrator	Access to the Admin Center and multiple administrative capabilities. Additional details of the specific administrative capabilities are listed in the Customer Level Administrator table below.
Microsoft Customer Level Administrator	Full access to the Admin Center and administrative capabilities.
View Open Canvas	Ability to view Open Canvas Reports.
Manage Open Canvas	Ability to manage Open Canvas. For more information, see Manage Access.
View Cloud Support Request Visibility Dashboard	Read-Only access to the Cloud Support Request Visibility Dashboard.
Manage Cloud Support Request Visibility Dashboard	Full access to the Cloud Support Request Visibility Dashboard.
View Engagement	View Access to Engagement Views.

Workspace Level Permissions

Permission	Capability
Support Contact	Open or view the status of Support requests
View all support cases	View all support cases associated with this workspace¹
Learning Manager	Learning Management access
Learning	Learning Content access
Customer Activity	Access to view the Customer Activity page
Programs	Access to the Programs feature
Invite Users	Invite additional users to this workspace
Manage Users	Manage user permissions at the Workspace level
Health	Access to the On-Demand Assessment features²
Shared Files	Access to Shared Files for this workspace
Customer Pulse Survey	Deprecated feature
Contract Details	Deprecated feature

¹Even with the “View all support cases” permission, you may not be able to view all support cases if consent has not been provided for cloud assets. For more information, see Cloud Support Request Visibility dashboard.

²To learn more about how Azure roles relate to On-Demand Assessments, see How Azure roles for Log Analytics relate to the Services Hub.

Permissions by Role

Legend:

X - Permission is inherited by being a member of this role.

G - Permission can be granted individually to a user.

Customer Level

Permission	Services Admin	Services Hub Global Administrator	CSAM	User
Customer Level Administrator		X
Microsoft Customer Level Administrator			X
View Open Canvas	X	X	X¹	G¹
Manage Open Canvas	X	X	X	G
View Cloud SUpport Request Visibility Dashboard	X	X	X
Manage Cloud Support Request Visibility Dashboard	X	X
View Engagement		X	X	G

¹Microsoft users cannot export data from the Services Hub.

Workspace Level

Permission	Services Admin	Workspace Administrator	CSAM	IM	User
Support Contact					G
View all support cases	X²	X	X¹	X	G¹
Learning Manager	X²	X	X		G
Learning	X²	X	X	X	G
Customer Activity	X²	X	X¹		G¹
Programs	X²	X	X	X	G
Invite Users	X²	X	X	X	G
Manage Users	X²	X	X
Health	X²	X	X	X	G
Shared Files	X²	X	X	X	G